VICE PRESIDENT OF CARE OPERATIONS - UK

What you’ll do Job Title.
Vice President of CARE Operations - UK Drive decisions for operational activities and set strategic goals Lead VOIS Care operations for  UK CBU through multi-channel (Back Office, Web-Chat, Voice & Converged)  Account manager and single interface with partners, owning the pipeline growth, efficiency and transformation of service for any given market.
Accountable for Care performance, compliance, delivery, BCP and CXX across locations with the focus of providing a consistent approach and partner experience for any given market.
Accountable for governance plans for demand management, P&L, budget reviews, capacity planning and driving operational efficiency.
Lead strategic programs with operations managers and VOIS partners to streamline plans for ongoing improvements and drive higher customer resolution index.
Owns SPIs, OPIs and MPIs and resource delivery while ensuring optimum utilization and productivity across multiple lines of business.
Defines the operational framework and reviews progress with Local Markets’ senior leadership on quarter and annual basis and leads business plans implementation across service lines.
Who you are •    Advanced knowledge of Customer Care, Service Channels (systems, processes, techniques, etc.).
•    Proven ability in building and growing internal and external business relationships.
•    Proven record of involvement in business critical projects experience.
•    Excellent communication skills with internal and external stakeholders and ability to addresses concerns and facilitates two-way feedback.
•    Strong commercial awareness and understanding of commercial business units.
•    Data aware and analytical capability to translate operational metrics into customer experience •    Advanced analytical and data interpretation skills •    Must be willing to travel once quarterly.
•    Highly motivated self-starter who can drive changes with passion for Vodafone •    Excellence mind-set striving to exceed expectations •    Must have off shoring background Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background.
If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What's in it for you We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you.
There are lots of ways we support this, including hybrid working and generous parental leave.
You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa.
But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation.
We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.
We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.
Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.